I am a customer service professional dedicated to effective team management and customer satisfaction with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Energetic customer service professional with strong time management skills who thrives in a fast-paced, environment. I am a very dedicated customer service representative who provides exceptional customer service through active listening and problem solving.
Subject Matter Expert on Directv and Verizon for my team
Mentor for new hires
Exceptional telephone etiquette
Adherence to high customer service standards
Effective problem solver
Time management skills
Exceptional interpersonal communication
Negotiation and Sales Skills
Ability to inspire and support people
Good decision-making, IT, and communication skills
Ability to plan well and prioritize work
Maintain calmness under tight pressure
Good people and interpersonal skills to build effective relationships with all levels of professionals
Retention Specialist, 01/2011
to Current Centurylink – 720 Western Blvd. Tarboro NC 27886
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, and handle time.
Solved unresolved customer issues.
Maintained up-to-date knowledge of product and service changes.
Gave assistance to other employees by being their Subject Matter Expert in all products and order entry.
Watch Its (Allowing new hires in a classroom environment to listen in on my live calls and hear first hand, customer inquiries and complaints and ways to help resolve those issues and how to navigate different options to help retain customers).
Directory/ Toll Operator, 09/2005
to 12/2008 Sprint/Embarq – 143 Washington St. Rocky Mount NC 27801
Provide information by accessing directories.
Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections.
Interrupt busy lines if needed.
Offer special assistance to persons such as those who are unable to dial or who are in emergency situations.
Listen to customer requests, referring to directories to answer questions and provide telephone information.
Provide relay service for hearing-impaired users.
Set up conference calls in different locations and time zones.
Credit Repair Consultant, 02/2009
to 01/2011 Sole- Proprietor/ Quick Action Credit Service – 301 Station Square Rocky Mount NC
Examines copies of client's credit reports.
Worked independently to help clients improve their credit scores.
Worked as a liaison between clients and credit bureaus.
If a debt on the report exceeds the statue of limitations, contact credit bureaus to have debt removed from the report.
Suggests ways to establish new credit lines.
Helping clients adopt more responsible credit habits.
Retention Supervisor , 02/2017
to Current Centurylink – 720 Western Blvd Tarboro,
Give coaching and development to employees on different levels to help agents be successful retention agents.
Manage, train, and guide call center agents to execute their tasks.
Resolving various customer problems and complaints that have been escalated past the agent.
Monitor agents and calculate call center performance, and analyze reports.
Organizing and directing the daily activities concerned to the call center's operation.
Supervising, planning, and managing functions concerned to Call Center environment.
Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
Organizing activities that also aid with keeping up agent morale for better performance.
Practicing and ensuring compliance with that of all the organization's policies and procedures.
High School Diploma: 1989 Northern Nash Senior High -
Circle of Excellence 2014
Circle of Excellence 2015
In running for Circle of Excellence 2016
Obtained more Directv Sales in a given year than anyone even in a solution center.